The other day I stopped at a well known North American Donuts Shop on the way in to work.
When it was my turn to be served, the donuts shop employee did not look at me at all. While glancing over her shoulder, she muttered the words; “What do you want to order?”
The way that companies handle customer service has changed dramatically in recent years. More than a decade ago, there were only two ways to contact a company – by phone or by fax (remember fax machines?). Today, you can take your pick; phone, email, live chat, snail mail and social media. The list appears endless. The
Typical multi-vendor pain points are the ability to service customers efficiently and effectively. “The more vendors that are in the kitchen, the harder it is to cook a meal.” The preference is to work with companies that have a consistent service delivery model and the same predictable quality of service. While some may
1. Go for quality, not quantity with your vendor The old procurement-driven advice on managing vendors was to have a huge portfolio of potential vendors, and put every procurement out to competitive bid, playing vendors against each other and applying pressure until you got the absolute lowest cost. While this can be effective in
I received the most wonderful gift. It was a card. The front of the card had one word : GRATEFUL And the inside of the card was thanking me for being a mentor and a person to look to for comfort and advice. It was from my friend’s 25 year old daughter who
Are you still wondering if Your Customers would prefer to talk to a Human, or if you should move to an Auto Attendant? It depends on your GOALS. If you are trying to drive your Customer AWAY from your Brand, then I say: Go ahead. We recently had to close our
Are you a Hoarder? I just found out that I am! We have lived in our house for 20 years and are about to re-finish our un-finished basement. That means there is a lot of STUFF that has to go. For years I complained that my husband is a pack-rat. But now that I